[Ohio-Talk] Quest Diagnostics

[Kelsey Nicolay]

Hello,
I had a very frustrating experience I thought I would share, especially for those of you who use University Hospitals of Cleveland. As you may or may not know, UH outsourced all of their lab locations to Quest Diagnostics which has been an absolute nightmare. My doctor put in orders for routine bloodwork for my upcoming appointment, so out of convenience, I thought I would use the Quest location at the UH health center near my home since they already have my orders in the system. Unfortunately, what I thought would be convenient turned out to be anything but. I tried unsuccessfully with the website and MyQuest mobile app to schedule an appointment as both are totally inaccessible, so I thought I would call UH to see if they could help me. The lady I spoke with at the call center was very nice and called a couple locations on my behalf before transferring me to the closest one. After being transferred to Quest, it turns out that I was talking to the corporate call center and that individual locations don't answer their phones during business hours because they are doing labs for patients which I don't have a problem with, but what I do have a problem with is the person I spoke with had an attitude and she got nastier when I told her I was visually impaired and couldn't use the website or app because of their lack of accessibility. After I had just explained to her my issue, she asked "You can't get your labs done why?" She made me not appointment over the phone, but didn't seem too happy about it and acted like she didn't care when i told her that their systems were inaccessible. My actual appointment isn't until march 2, so we'll see how it goes, but based on my experience today with just trying to set up the appointment, it has left a bad taste in my mouth. I encourage anyone who has the option to go nywhere else but Quest to do so to avoid frustration.
Sent from Kelsey Nicolay’s iPhone